Complaints Policy
Preamble
Copy link to “Preamble”This complaints policy describes how to complain about the platform, about an item of content, about another user’s behaviour, about a payment or payout, or about a decision of ours — and how we deal with your complaint. Appeals against a particular decision are governed by the appeals policy (Appeals); reports of unlawful content or content that breaks our rules are governed by Moderation section 3. This document is the route for everything else, and it explains how the routes fit together.
It implements:
- Articles 12, 16, 20, 21 and 53 DSA (a point of contact for users, notice and action, internal complaint handling, out-of-court dispute settlement, complaints to the Digital Services Coordinator)
- Article 11 of Regulation (EU) 2019/1150 (P2B) — internal complaint handling for creators (Creator Terms section 15)
- the consumer protection and dispute settlement rules at the company’s seat (Republic of Cyprus) and, for consumers in the EU, the mandatory consumer law of their country of residence
- the German Accessibility Strengthening Act (feedback mechanism, section 14 BFSG) and the corresponding Cypriot provisions
It forms part of our terms of service (Terms section 19.1). Where individual DSA obligations do not apply to us as a micro-enterprise (Article 19 DSA), we apply the procedures described here voluntarily (Moderation, preamble).
1 Which route for which matter?
Copy link to “1 Which route for which matter?”| What it is about | The right route | Deadline or target |
|---|---|---|
| An item of content or a user breaks our rules or the law | Report it (the “Report” icon · desioart.com/report) — Moderation section 3 | 24 h / 7 d / 14 d by severity |
| Intimate images without consent | desioart.com/nci-takedown · ncii@desioart.com — NCII Takedown | 24 h |
| Copyright or trade marks | dmca@desioart.com — DMCA | without delay once a valid notice arrives |
| Suspected minors | report under the “minors” category · abuse@desioart.com — Age Verification section 10 | 24 h |
| Coercion, exploitation, trafficking (confidential) | trafficking@desioart.com — Anti-Slavery | at once |
| You disagree with a decision of ours (removal, warning, ban, retention, refused verification, rejected report) | Appeal — Appeals (Account status in your account · appeals@desioart.com) | appeal within 6 months |
| Payment, subscription, refund, invoice (fans) | “Report a payment problem” in your purchase history · support@desioart.com | reply within 5 days, resolution within 14 days |
| Earnings, payout, fees, retention (creators) | creator dashboard → Help · complaints@desioart.com — Creator Earnings section 10, Creator Terms section 15 (P2B) | reply within 5 days, resolution within 14 days |
| Data protection (access, erasure, objection, complaint) | the data request portal · privacy@desioart.com · dpo@desioart.com — Privacy section 9 | 1 month (Article 12 GDPR) |
| Accessibility (a barrier, feedback) | accessibility@desioart.com (feedback procedure under section 14 BFSG: a11y-feedback@desioart.com) — accessibility statement: desioart.com/accessibility | reply within 28 days (section 14 BFSG) |
| A security vulnerability | security@desioart.com — desioart.com/security/disclosure-policy | acknowledgement within 3 working days |
| Our staff’s conduct, discrimination, wrongdoing | complaints@desioart.com (subject “Complaint — platform”) · legal@desioart.com (confidential) | reply within 5 days |
| Anything else | complaints@desioart.com · by post | reply within 5 days |
If you pick the wrong route we pass your matter on internally — you do not have to submit it again, and the deadlines run from the moment it reaches us.
2 Who can complain?
Copy link to “2 Who can complain?”- every user (fan, creator, co-performer)
- anyone without an account who is affected by something on the platform
- authorised representatives (lawyers, legal representatives, guardians) on proof of authority
- consumer and trade associations, public authorities, trusted flaggers (Moderation section 5)
By complaining you confirm that what you tell us is, to the best of your knowledge, correct and complete (section 7).
3 How to submit a complaint
Copy link to “3 How to submit a complaint”| Channel | Notes |
|---|---|
| In your account | the “Report” icon for content and users; “Report a payment problem” in your purchase history; “Account status” for appeals; the help area of the creator dashboard |
| complaints@desioart.com with a meaningful subject line | |
| Web form | desioart.com/complaints — no sign-in needed, open to people without an account |
| Post | 1 Apriliou 52, 7600 Athienou, Larnaca, Cyprus, marked “Complaint” — for anyone who would rather avoid online channels |
Every mailbox acknowledges receipt automatically, with a case number. Complaints are possible in German, English and French; we deal with other languages as best we can, with translation help.
4 What we need to know
Copy link to “4 What we need to know”Required:
- a clear description of the matter, and what you would like us to do about it
- for content or users: the link, username or identifier
- for decisions: the case number and date from the reasons we gave you
- for payments: the date, the amount, the payment method and, where you have one, the invoice number
- a way to reach you with follow-up questions (not needed for anonymous content reports)
Helpful: screenshots, correspondence, times; a power of attorney where you act for someone else; where you complain on behalf of a person depicted, your connection to them.
5 Our procedure
Copy link to “5 Our procedure”5.1 Receipt and first response
Copy link to “5.1 Receipt and first response”You receive an automatic acknowledgement with a case number straight away, and within 5 days a first substantive response from a human being — with our assessment, any questions we have, and the timetable we expect. Matters that bear on safety (threats, coercion, immediate danger) we deal with at once.
5.2 Examination
Copy link to “5.2 Examination”We examine every complaint individually, on the record and with an open mind. In doing so we may ask you for more information, hear the other side (without revealing who you are, section 6) and escalate internally (compliance, finance, legal). Where creators complain about our business practice, Creator Terms section 15 applies as well (P2B: free of charge, within a reasonable period, answered individually).
5.3 Decision and deadlines
Copy link to “5.3 Decision and deadlines”| Kind of complaint | Decision within |
|---|---|
| Payment, subscription, refund (fans) · earnings, payout (creators) | 14 days |
| Complaints about a user’s behaviour that are not reports under Moderation section 3 | 14 days |
| Complaints about the platform (service, staff, accessibility, discrimination) | 14 days |
| Data protection | 1 month (extendable by 2 months, with reasons) |
| Complex cases (legal analysis, several parties, an authority involved) | 30 days, with an interim response |
Where we cannot keep to a deadline by way of exception, we tell you beforehand why, and by when we will.
5.4 The outcome
Copy link to “5.4 The outcome”You receive our decision in writing (by email and in your account) with reasons, the measures we took — so far as we are allowed to tell you — and what else is open to you (section 8). Where the complaint concerns another user we tell you whether we took measures, but as a rule not which ones, because that is their data; where you reported unlawful content you receive the decision with reasons (Article 16(5) DSA). The user concerned receives reasons of their own and can appeal.
5.5 Putting things right
Copy link to “5.5 Putting things right”Where a complaint is well founded we put things right — by correcting a statement of account, refunding, restoring something, apologising, changing a process, or taking measures against the other user (Moderation section 7). Claims for further loss are governed by Terms section 12 and Creator Terms section 13.
6 Confidentiality and anonymity
Copy link to “6 Confidentiality and anonymity”- We do not tell the person you complain about who you are — unless it cannot be avoided in dealing with the matter or the law requires it (copyright notices).
- Complaints about content can be submitted anonymously (desioart.com/report). Without a way to reach you we cannot tell you the outcome.
- Complaints about your own account, about payments or about payouts require us to identify you.
- Nobody who complains in good faith is put at a disadvantage for it — not in reach, not in payouts, not in support.
7 Misuse of the complaints route
Copy link to “7 Misuse of the complaints route”Complaints known to be false, misleading, abusive or filed to cause harm breach the AUP (Acceptable Use section 10.6). Where someone repeatedly files complaints that are plainly unfounded we may, after a warning, suspend our handling of further complaints from that person for a reasonable period (Article 23(3) DSA); people without an account we may bar from contacting us. Statutory rights (data protection, withdrawal, warranty) are unaffected.
8 If you disagree with the outcome
Copy link to “8 If you disagree with the outcome”- Appeal against a decision on content, your account, your earnings or a rejected report — Appeals (6 months).
- Review by management: for complaints about the platform itself you can ask for a review by someone who had no part in the case (complaints@desioart.com, subject “Review — [case number]”); we answer within 14 days.
- Out-of-court dispute settlement under Article 21 DSA: where a moderation decision is in dispute you can turn to a body certified by the Digital Services Coordinator of your member state (the list is at digital-strategy.ec.europa.eu under “DSA out-of-court dispute settlement bodies”). We take part in such proceedings as Article 21 DSA requires (Terms section 15.1); the body’s decision binds neither side. Where the body decides in your favour we bear its fees (Article 21(5) DSA). You can go to court instead, or as well, at any time.
- Consumer arbitration: we are neither obliged nor willing to take part in proceedings before a consumer arbitration board (Terms section 15.3; for consumers in Germany, section 36 VSBG). The competent authority for alternative dispute resolution in consumer matters at our seat is the Consumer Protection Service of the Cypriot Ministry of Energy, Commerce and Industry (consumer.gov.cy). The EU’s online dispute resolution platform was shut down on 20 July 2025.
- A complaint to the Digital Services Coordinator (Article 53 DSA): where you believe the DSA has been breached you can turn to the Coordinator of the member state you live in (in Germany the Bundesnetzagentur; in Cyprus the Coordinator designated under the Cypriot DSA implementing law).
- The data protection supervisory authority: Article 77 GDPR — Privacy section 9.9.
- The courts: under Terms section 16 — consumers in the EU may also sue where they live.
9 Reporting wrongdoing (whistleblowing)
Copy link to “9 Reporting wrongdoing (whistleblowing)”Reports of legal breaches within our company — breaches of compliance duties, indications of money laundering, misconduct by staff — go to legal@desioart.com (subject “Report — confidential”). We treat such reports confidentially, acknowledge them within 7 days and report back within 3 months; retaliation against anyone who reports in good faith is ruled out. We set this channel up voluntarily; the statutory protection of whistleblowers (Cypriot Law 6(I)/2022, and in Germany the HinSchG) applies within its own scope.
10 Transparency
Copy link to “10 Transparency”Aggregate figures on complaints, reports, appeals and dispute settlement proceedings appear in our annual transparency report (Moderation section 9.3); creators receive information on P2B complaint handling under Creator Terms section 15 — in both cases without personal data.
11 Updates
Copy link to “11 Updates”Where a change is substantial we tell you 30 days beforehand (creators at least 15 days, Article 3 of Regulation (EU) 2019/1150). The current version is at legal.desioart.com/complaints.
12 Contact
Copy link to “12 Contact”| Matter | Channel |
|---|---|
| General complaints, reviews | complaints@desioart.com · desioart.com/complaints |
| Appeals | appeals@desioart.com · “Account status” in your account |
| Payments, subscriptions, support | support@desioart.com · “Report a payment problem” |
| Data protection | privacy@desioart.com · dpo@desioart.com |
| Accessibility | accessibility@desioart.com · a11y-feedback@desioart.com (feedback procedure) |
| Security vulnerabilities | security@desioart.com |
| Intimate images without consent | ncii@desioart.com · desioart.com/nci-takedown |
| Copyright | dmca@desioart.com |
| Coercion and trafficking | trafficking@desioart.com |
| Whistleblowing, authorities, dispute settlement bodies | legal@desioart.com |
Postal address: 1 Apriliou 52, 7600 Athienou, Larnaca, Cyprus